Job Description

SUMMARY

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The Reservations Agent is responsible for handling all reservation inquiries, bookings, and cancellations in a timely and professional manner. The incumbent will provide exceptional guest service, assisting them with their accommodation needs and ensuring accurate information is communicated effectively. This role requires strong communication skills, attention to detail, and the ability to work collaboratively with other departments to ensure guest satisfaction and operational efficiency.

KEY RESPONSIBILITIES

Accurately create, modify, and cancel reservations in Opera Cloud and ensure all details are updated in guest profiles. Confirm guest bookings and send professional email confirmations following Ramada standards. Handle group and FIT bookings, corporate, crew, and promotional reservations in coordination with Sales and Revenue teams. Ensure special requests and preferences are clearly communicated to Front Office and relevant departments. Proactively promote upselling opportunities and recommend suitable room categories or packages to maximize revenue. Maintain accurate input of guest information, rate codes, and payment details in Opera Cloud. Coordinate with the Revenue Manager to ensure rate parity across OTA, GDS, and direct booking channels. Review and update daily pick-up, cancellations, and no-show reports. Verify and maintain reservation traces, notes, and internal communications to ensure guest expectations are met. Support daily rate checks and ensure BAR and promotional rates are correctly loaded. Monitor booking pace and highlight unusual trends to the Reservations Supervisor. Contribute to achieving monthly Revenue and Guest Satisfaction (GSS) targets.

Experience Needed

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KEY COMPETENCIES

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Diploma or degree in Hospitality Management or related field. Minimum 1-2 years of experience in Reservations or Front Office (preferably within an international 4-5 brand). Proficient in Opera Cloud, MS Office and OTA extranets. Strong communication and written skills in English (Arabic or other languages is an advantage). Detail-oriented, organized, and customer-service driven. Knowledge of rate structures, distribution channels, and revenue processes.

Required Skills

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Soft skills

Time Management, Effective Communication, Interpersonal Skills

Data and AI

Data Entry

IT Software

Opera Cloud